We have recently started experiencing guests calling us wondering why they haven't received information related to their stay prior to arrival. As we have a very regimented system for addressing this, we were completely confused as to why our messages seemed to not send. In fact, we realized later that the messages are no longer even in the stream of communication on our end.
Process of elimination determined that the problem seems to be including our phone numbers in the correspondence? We noticed when, a few months ago, there was a new alert/error that would come up and inform us that Airbnb thinks it detects personal info, and that for security it shouldn't be shared. We also decided as responsible hosts that is perfectly reasonable to provide our cell phone numbers to guests who have already conirmed. So, we have been clicking to say that the text doesn't contain personal info, thinking that we were acknowledging the concern, accepting it, and continuing. Apparently, though no warning is given, the communications are not sent. Nor are you made aware that once you navigate away from the page that the message will disappear completely.
This seems like an INCREDIBLY un necessary and very frustrating new feature, and we are wondering if any other hosts have found a way around it, or better still, a method to directly contact Airbnb so they can provide instruction on how to not inconvenience we hosts and our guests.
